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My Account

My Account Creation

You must create and sign into your account before you can checkout your shopping bag and proceed to payment.

To see or track your orders you will need to sign into your account.

I’ve forgotten my password

If you receive a message that says your email address/password is not recognized, follow the steps below:

Make sure you are using the same email address and password you registered with.

If you can't remember your password click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.

Once logged into your account, you will be prompted to create new password for your account. You can also update other details such as your email address, email preferences or default delivery address.

I’ve been locked out of my account

If you receive a message that says you have been locked out of your account, follow the steps below:

If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes. You can wait until the account is unlocked and try again or click request for new password. Answer security questions and we will send a new temporary password to you.

Orders

May I amend or cancel my order?

Our distribution team goes into action same day as soon as your order is confirmed online and payment is successful, so we can't make any changes. This includes amending the order items, changing the delivery address, payment method, or cancelling the order outright.

However you initiate return and refund as soon as package is received.

Order Tracking

Sign into your account and look at the last order status.

Once your order is confirmed and payment successful, you will receive an automated email order confirmation. The order will be marked “In Progress”.

When our distribution team has couriered your order, you will receive an automated email dispatch confirmation. You will be able to track he parcel with courier with the link provided. Please refer to Delivery

Care Guide

Arrange your laundry into groups with similar wash care instructions and organise into whites, darks and colours.

Turn garment inside out before washing.

The care label washing temperature is the highest permitted temperature. If you are unsure, always wash at a lower temperature rather than higher.

Iron with medium heat.

Don't s

Avoid using too much detergent.

Do not use fabric detergents that contain chlorine bleach.

Do not tumble dry garment unless indicated on the care label.

Do not leave garments with white and contrast coloured panels soaking for prolonged periods.

Payments

Payment Methods

You can use any of the payment types listed below to pay for your order. Your details are safe with us as we take security very seriously indeed.

PayPal

PayPal is a payment method for online purchases that allows users to send and receive money online. PayPal offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.

Promo code/ Gift vouchers

Enter your promo code or gift voucher code on the order summary when you are the shopping bag page just before proceeding to checkout. This must be done at this point as it can't be applied later. Once code is entered, click 'Apply Coupon' and it will apply to your shopping bag. You will notice that the total price and/ or delivery price is amended.

Only one promo code or gift voucher code can be used per order

Promo codes cannot be used with gift vouchers

Terms and conditions for each promo code vary so do check when you receive any promo code and make an order

Declined Payments

Please check the following:

Check the card details and make sure the information is correct, e.g. name on card, card number, card expiry date and billing address.

As no payment went through successfully, try paying with another card.

Customs and Import Duty Charges

Parcels may be subject to local customs or import duties by the destination country. It will be charged upon parcel’s arrival at destination country.

Charges are not within our control. Customs policies and import duties vary from country to country. Please check with your local customs office for current charges prior to order, so you are not surprised by the custom charges.

Delivery

Where do you deliver?

SEA-Citizen.Co.UK is based in London. We can deliver anywhere in the world. Delivery within the United Kingdom is free and delivery elsehwere around the world, charges will differ.

How long will delivery take?

A general guideline is provided below, however we will endeavour to send as soon as possible. We will not be able to guarantee arrival at a specific given time.

United Kingdom and Europe, within 5 business days

USA and Middle East, within 7 business days

Rest of the World, within 14 business days

Delivery Charges

Each confirmed and successful order will be packaged into a single delivery to lower your delivery charges. One order, one delivery charge.

From time to time we will introduce promotions that may include free delivery charges with minimum purchases.

Courier Tracking and Delivery

Follow your parcel's journey to you. When you receive our confirmation email that your order is on its way from our distribution team, simply click on the tracking link so you can follow your parcel’s journey.

Your order will be sent out via the most suitable carrier, dependent on size and weight. As best as possible we select couriers that fit value for money as well as parcel security and safe delivery.

Once your order has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.

Our couriers deliver during normal business working hours and may require a signature on receipt. Please try to ensure someone is available to accept it at the given delivery address.

If you are not in when your parcel arrives, the courier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.

Please be advised that on any public holiday dates in your country, deliveries will not be made. In this instance, please expect your order to arrive the next working day.

Multiple Delivery Addresses

Each shopping cart order has one delivery address option. If you wish to have multiple delivery addresses for different items, order must be separated, placed and purchased in separate shopping carts.

Change of delivery address after order confirmation

Unfortunately once the order is confirmed and payment is successful, we are not able to change the delivery address for your order. This is to avoid possible fraud.

If you're not in when a delivery is attempted, our couriers will leave a card advising how to arrange a redelivery or where you can pick up your parcel.

Returns

Sorry to hear you wish to return an item.

In general, we have a 7 (seven) working day order refund request policy, with items to be returned within 10 (ten) calendar days from notice of cancellation. Please read the returns policy, terms conditions and method below.

Return Policy (United Kingdom, European Union, USA, Middle East and rest of the World)

You can cancel and request refund 7 (seven) working days of receiving your original order

Cancelled item(s) must be returned within 10 (ten) calendar days of refund request. Return request must be initiated online within that period

For any exchanges, different size, colour or pattern for the same style item, you will need to place a new order

From the date of the online return request, all returns must be delivered and received by our distribution centre within 10 (ten) calendar days

Packages received after 10 calendar days after the online return request will not be accepted and may have to send original item back to you (with additional delivery charges)

If the returned item is acceptable, we will refund the price you purchased your item within 30 (thirty) calendar days.

Conditions for Return

Items returned must be in their original condition; have the garment tags still attached, in good condition and unused. Items will be inspected once we have received them.

Items returned to us do not need to be in the original courier packaging, but they are your responsibility until they reach our distribution centre. So make sure it is packed properly to avoid damage on the way to us. In the unlikely event that an item is returned to us in an unsuitable condition; used, worn or damaged, we are not able to refund and may have to send original item back to you.

We are not responsible for any items that are returned to us by mistake.

Unacceptable Returns

These include, but not limited to

Item is not in its original condition; e.g. garment tags detached

Used, worn or damaged goods

Items where the product page was marked as non-returnable or final sale

Returns requested more than 7 (seven) working days of receipt of items

Returns received by us more than 10 (ten) calendar days from notice of cancellation or return request

How do I return an item?

In order to process your return as quickly as possible, we kindly ask that you follow the procedure below. Items returned without the correct paperwork will take significantly more time than usual to process.

Initiate the self-service return procedure online. Please sign into your account, find your last order and click “Returns”. Select item to return and fill in the Returns Form. Check order number and the desired return item’s name and number are correct.

Print the Returns Form and place inside the box (this will be your return packing slip).

Return items to the address provided.

Keep your postal proof of return receipt.

Items returned to us do not need to be in the original courier packaging, but they are your responsibility until they reach our distribution centre. So make sure it is packed properly to avoid any damage on the way to us.

We will refund the price you purchased the item within 30 calendar days. The actual credit may take up to 2 - 6 weeks to appear back on your bank statement. This depends on your bank or card merchant.

Return Process for incorrect or Faulty Items

In order to process your return as quickly as possible, we kindly ask that you follow the procedure below. Items returned without the correct paperwork will take significantly more time than usual to process.

Incorrect or faulty items are eligible for full refund in the original form of payment or replacement, once the incorrect/ faulty item is received and fault confirmed.

Free delivery charges for returns for incorrect or faulty items.

Initiate the self-service return procedure online. Please sign into your account, find your last order and click “Returns”. Select item to return and fill in the Returns Form. Check order number, the desired return item’s name and number are correct and the delivery address.

Print the Returns Form and place inside the box (this will be your return packing slip)

Return items to the address provided.

Keep your postal proof of return receipt.

Items returned to us do not need to be in the original courier packaging, but they are your responsibility until they reach our distribution centre. So make sure it is packed properly to avoid any damage on the way to us.

We will refund the price you purchased the item and return postage within 30 calendar days. The actual credit may take up to 2 - 6 weeks to appear back on your bank statement. This depends on your bank or card merchant.

If you have made a new replacement order, we will send your new parcel to the default delivery address on your account. To check or update your address details, log into My Account and click 'edit' below your Address Book (remember to click 'Save' when you're done).